Management and Program Analyst

About the role

This position is located in the Quality Management (QM) section of Enterprise Contact Center Operations (ECCO), Customer Experience Data, Analytics, and Technology Solutions (CXDATS), Veterans Experience Office (VEO).

In a developmental capacity, the incumbent supports quality management by analyzing performance data, conducting quality reviews, and assisting with projects that improve quality and support new organizational initiatives.

What you will do

• Monitors and evaluates customer interactions to ensure accuracy, consistency, and compliance with established quality standards Analyzes performance data and quality findings to identify trends, issues, and opportunities for improvement Prepares reports and briefings to communicate quality findings and support management decisions Assists with identifying quality gaps and developing recommendations to improve processes and performance Supports quality-related training and coaching activities, including reviewing training materials and participating in calibration sessions Promotion Potential: The selectee may be promoted to the full performance level without further competition when all regulatory, qualification, and performance requirements are met.
• Selection at a lower grade level does not guarantee promotion to the full performance level.
• Work Schedule: Mon- Fri, 8:00 am-4:30 pm Telework: Not applicable, this is a remote position.
• Virtual: This is not a virtual position.
• Position Description/PD#: PD18950A Relocation/Recruitment Incentives: Not Authorized Financial Disclosure Report: Not Required Permanent Change of Station (PCS): Not Authorized

Requirements

• You must be a U.S. Citizen to apply for this job To be considered for this position, you must complete all required steps in the process.
• In addition to the application and questionnaire, this position requires an online assessment.
• The online assessment measures critical general competencies required to perform the job.
• Selective Service Registration is required for males born after 12/31/1959 You may be required to serve a probationary period Subject to background/security investigation Selected applicants will be required to complete an online onboarding process Acceptable form(s) of identification will be required to complete pre-employment requirements (***).
• Effective May 7, 2025, driver's licenses or state-issued identification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment.
• As a condition of employment for accepting this position, you may be required to serve a one-year probationary period or two-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest.
• In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service.
• Upon completion of your one-year probationary period or two-year trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest.

Education

Education for GS-7: Applicants may substitute education for the required experience. To qualify based on education for this grade level, you must have 1 full year of graduate level education or a Bachelor's degree with superior academic achievement.

Superior academic achievement (SAA) is a provision that recognizes students who have achieved superior academic standing as evidenced by (1) class standing, (2) grade-point average, or (3) honor society membership.

To be creditable under this provision, applicants must have completed all the requirements for a bachelor's degree in a curriculum that is qualifying for the position to be filled and must submit proof from their educational institution that they meet one of the criteria listed below: Class standing -- Applicants must be in the upper third of the graduating class in the college, university, or major subdivision, such as the College of Liberal Arts or the School of Business Administration, based on completed courses.

Grade-point average (G.P.A.) -- Applicants must have a grade-point average of: 3.0 or higher out of a possible 4.0 ("B" or better) as recorded on their official transcript, or as computed based on 4 years of education, or as computed based on courses completed during the final 2 years of the curriculum; or 3.5 or higher out of a possible 4.0 ("B+" or better) based on the average of the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum.

Election to membership in a national scholastic honor society -- Applicants can be considered eligible based on membership in one of the national scholastic honor societies recognized by the Association of College Honor Societies. Membership in a freshman honor society cannot be used to meet the requirements of this provision.

For more information regarding SAA, please visit: General Schedule Qualification Policies (opm.gov) A transcript must be submitted with your application if you are basing all or part of your qualifications on education.

Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: ***

If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: Recognition of Foreign Qualifications | International Affairs Office.

How you will be evaluated

IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC.

WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE.

Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), your responses on the application questionnaire, and your responses to all assessments required for this position.

You will be assessed on the following Competencies for this position: Attention to Detail Customer Service Flexibility Integrity/Honesty Interpersonal Skills Learning Reading Comprehension Reasoning Self-Management Stress Tolerance Teamwork Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration.

Cheating on an assessment may also result in your removal from consideration. Narrative responses are not required at this time. If you are referred for consideration, you may be contacted for an interview.

Your resume and/or supporting documentation will be verified. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

Area of Consideration and Order of Referral: Eligible applicants will be reviewed and referred in the following order: Current, permanent Veterans Experience Office (VEO) staff office employees Applicant Count: This announcement will remain open until the closing date, 09/21/2026, or when the applicant count is reached, whichever is earlier.

The applicant count is the point at which the first 50 applications are received. All applications submitted that day up to 11:59 p.m. Eastern Standard Time on the date the applicant count is reached will be accepted and considered.

During the application process, you will have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions.

Documents you must provide

• Validating Time-in-Grade and Eligibility' section below to ensure you are submitting the proper SF-50/s Notification of Personnel Actions.
• The following documents are accepted, and may be required if applicable to your eligibility and/or qualifications for this position.
• Please make sure you have included other documents required for your application, such as a copy of your transcript (if using education to qualify), SF-50's (current/former Federal employees), or CTAP documentation (for displaced VA employees).
• You will not be contacted for additional information.
• Cover Letter DD-214/ Statement of Service Disability Letter (Schedule A) Disability Letter (VA) Other (1) PCS Orders Performance Appraisal Professional Certification Proof of Marriage Status Resume Separation Notice (RIF) SF-15 SF-50/ Notification of Personnel Action Transcript Failure to submit any of the above required documents applicable to your submission may result in loss of consideration and a rating of ineligible due to an incomplete application package.
• It is the applicant's responsibility to verify that their application package (resume, supporting documents, and responses to the questionnaire) is complete, accurate, and submitted by the closing date.
• We will not contact applicants for additional documentation, nor will we accept late or missing documents after the close of the announcement.
• Current and Former Federal Employees: Validating Time-in-Grade and Eligibility Required document to demonstrate eligibility: Most recent SF-50, Notification of Personnel Action, which for current employees, must be effective the first pay period (01/11/2026 or later) of the current calendar year.
• The SF-50 should note your current position or most recently held position, tenure, type of position occupied (i.e., Excepted or Competitive), grade level and duty location.
• (Text version SF-50s or Request for Personnel Action SF-52s are not acceptable.) Non-GS employees (including Federal Wage System and pay band employees) who do not receive annual pay adjustments in January, must submit a SF-50 dated within one year of the closing date of this announcement.
• Required document/s to demonstrate Time-in-Grade (TIG): TIG requirements apply to applicants who are current Federal employees and have held a GS grade at any time in the past 52 weeks, some former Federal employees applying for reinstatement, and current employees applying for a Veterans Employment Opportunities Act of 1998 (VEOA) appointment.
• Applicants who must meet TIG, in addition to their most recent SF-50, must submit: Official SF-50 that shows you hold or held the grade (or a higher grade) for the position you are applying for, or Official SF-50/s that show you held the next lower grade for at least one year for the position you are applying for.
• (Multiple SF-50s may need to be submitted to show this.) Examples of appropriate SF-50s to include (in addition to your most recent SF-50) to meet TIG requirements include: Within grade increases (WGI) at the highest grade held; or Promotions to the highest grade held with an effective date that occurred more than one year from the closing date of the JOA; or SF-50s at the highest grade held with an effective date that occurred more than 1 year from the closing date of the JOA.
• NOTE: Do not submit Award SF-50s (or other SF-50s that do not provide sufficient information to verify time-in-grade.) Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire.
• You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.).
• If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation.
• Additionally, disabled Veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form.
• Documentation is required to award preference.
• For more information on Veterans' Preference, please visit ***
• IF APPLYING AS A CTAP/ICTAP ELIGIBLE: You must submit the following documentation demonstrating eligibility for CTAP/ICTAP: Resume Agency Reduction in Force notice; Most recent SF-50 noting current position, grade level, and duty location Most recent performance appraisal (must be fully successful or above)

What to expect next

To view the announcement status or your application status: Click on this: *** Your application status page is where you can view your application status, USA Hire assessment completion status (if applicable), and review your notifications sent by the hiring agency regarding your application.

Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required assessments and documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met.

After the review is complete, a referral certificate(s) is issued, and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.

If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to; responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview. Your resume and/or supporting documentation will be verified.

If initial application submission is updated and resubmitted with a new resume, only the most current resume will be reviewed for consideration. Please follow all instructions carefully. Errors or omissions may affect your rating or consideration for employment.

The Department of Veterans Affairs performs pre-employment reference checks as an assessment method used in the hiring process to verify information provided by a candidate (e.g., on resume or during interview or hiring process); gain additional knowledge regarding a candidate's abilities; and assist a hiring manager with making a final selection for a position.

You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.

Additional information

Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration (HRA) at The Fair Chance Act.

Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.

It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment. This job opportunity announcement may be used to fill additional vacancies.

Veterans and Transitioning Service Members: Please visit the VA for Vets site for career-search tools for Veterans seeking employment at VA, career development services for our existing Veterans, and coaching and reintegration support for military service members.

For more information on the "Who may apply" eligibility requirements, please refer to the OHRM Status Candidates and Other Candidate Definitions document.

Reasonable Accommodation (RA) Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a RA in your online application.

Requests for RA for the USA Hire Competency Based Assessments and appropriate supporting documentation for RA must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for RA are made on a case-by-case basis.

If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments, based on your adjudication decision.

You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments if you received the link after the close of the announcement.

To determine if you need a RA, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: ***